Sound Transit employee wins national customer service competition

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APTA recognizes local transit customer service representative as best in the nation

Robert Nedrow, customer service representative for Sound Transit, has been named "Public Transportation's Best Call Center Employee" at the American of Public Transit Association's fourth annual Call Center Challenge. The national competition was held Tuesday at the APTA conference in San Diego.

"I was extremely excited that I was given the chance to represent Sound Transit, and that I succeeded with an organization that's already achieved many great accomplishments," said Nedrow. "We are a top-notch agency that only provides the best to our riders. I just went up there and did what I do every day."

Nedrow, who joined Sound Transit's Operations Department last year, was one of seven finalists from transit agencies across the country to compete in this year's event. The competition, which took place before a live audience, presented the finalists with three randomly selected customer service scenarios. Contestants were scored by a panel of APTA member judges based on their ability to resolve each scenario in a friendly and professional manner.

It was Sound Transit's first time competing in the Call Center Challenge.

"We are very proud of Robert for his outstanding achievement," said Joni Earl, Sound Transit Chief Executive Officer. "Every day, our customer service team handles hundreds of calls from riders across the region. I have always been impressed by the level of service our employees provide to our customers; it is gratifying to see a member of our team recognized with such a high honor."

APTA's Call Center Challenge recognizes the exemplary efforts of APTA member transit system call center personnel, defined as employees who handle incoming calls relating to trip planning and/or customer service issues. Each February, in conjunction with APTA's Marketing & Communications Workshop, the best public transit call center personnel face off in a competition to crown the best in the industry. Participants are challenged with real life call center scenarios and evaluated on their ability to effectively resolve each scenario.